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| Mesa redonda 2: Tema e membros ainda por confirmar |
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| Tim Morse: Consumer Experience Innovation and Excellence |
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| Brian Dietmeyer: Business Negotiation, redefined |
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| Catriona Wallace: Innovating Customer Experience Measurement: Why the measurement of customer satisfaction should have stayed in the 1980s. |
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| Mesa redonda 1: Perspectiva da Indústria de CC: Mercado, Regulamentação & Competitividade |
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| Mesa redonda 3: Tema e membros ainda por confirmar |
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| Amantha Imber: Fill, crush and borrow: a process for innovating the customer service experience |
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| Manfred Stockmann: An Outlook of the European CC industry: market, regulation, competiveness |
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| Vince Thomson: Managers Ignited - More Power, More Purpose and More Success |
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| Nuno Catarino: The Crisis: One Year On |
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| Cocktail e sessão autógrafos do livro de Vince Thomson (Ignited: Managers, Light Up Your Company and Career for More Power, More Purpose and More Success) |
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| Jantar e entrega prémios apcc |
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